Earlier this week, I had the privilege to present the opening address keynote at Frost & Sullivan’s Executive MindXchange at the JW Marriott in Tucson, AZ to a group of more than 300 customer experience and contact center executives from organizations like American Express, Citigroup, Intuit, Eli Lilly, Cardinal Health, Victoria’s Secret, Discover Financial Services, Kohl’s, Nokia, Hyundai, Schneider Electric, and others.
I’ve included the entire deck below. Below are some brief accompanying thoughts:
Customers have unprecedented speed and access to anything and anyone from anywhere. This is dramatically shifting customer expectations, and continues to do so as new innovations continue to be absorbed into the mobile landscape. As technology races on, and the lines between the digital and physical are… Read the article